Stacy Williams Email & Phone Number

Seattle, Wa, Us

Supporting key startup activities by establishing repeatable and measurable processes and operational best practices to support growth, minimize risk, and deliver consistent client outcomes.

Provided recommendations and best practices related to DevSecOps, Infrastructure Engineering and Operations, and various software delivery methodologies to the Director of Operations at a leading U.S. pharmacy company and one of the nation’s largest health services providers.

Austin, Texas, Us

Developed Service Delivery organization. Accountable for all outcome-based global consulting projects. • Led service delivery teams to produce positive outcomes for almost 100 DevSecOps projects.• Built Service Delivery organization, authored underpinning contracts, established foundational processes, and defined operational metrics.• Established key partnerships with OEMs, resellers, and channel partners in the DevSecOps space.• Assisted with critical business development initiatives with channel partners to establish and mature service offerings to include SKU’d items and packaged services to drive recurring revenue.•Authored and evolved MSAs and SOWs to minimize risk and maximize revenue while generally evolving and protecting our business.

Dublin , Ca, Us

Responsible for transforming and maturing Product and Corporate IT Support teams. Focused on incident and problem reduction, process improvement, cost reduction, and improved customer satisfaction. Implemented core measurements based on ITIL standards.• Established Major Incident Management process leading to enhanced incident response and improved service restoration times.• Partnered with Customer Experience teams to establish cross-functional incident and communication processes.• Led support demand initiatives targeting a 30-50% reduction in incidents and improved self-service leading to cost savings across Technology and Customer Experience organizations.

Charleston, South Carolina, Us

Transformed product operations and reorganized for the cloud. Led DevOps, infrastructure engineering, security operations, NOC, and all technical product support teams. • Managed $60M annual budget with 10% year-over-year reduction targets• Developed cloud migration strategy leading to multi-year plan to migrate legacy applications to public cloud, deprecate in-place, or sunset and replace with native cloud functionality.• Served as executive sponsor for select clients providing white-glove service for special campaigns and large fund raising events.• Employed managed service providers to drive improved service levels at 40% savings for key run-the-business and security activities. • Established team of site reliability engineers and matured enterprise DevOps capabilities to accelerate new development and product migrations to the public cloud in both AWS and Azure.• Delivered ITIL v3 assessment, drove operational process improvement initiatives with a focus on Incident, Problem, and Change Management.

San Antonio, Texas, Us

Led several internal support teams; Service Desk, multi-platform DB Services, Infrastructure Engineering, Systems Provisioning Team, and Avaya based US Telco platform.• Transformed IT, making better use of service providers, implementing DevOps delivery and support models, and reallocating IT professionals to more strategic roles.• Migrated legacy infrastructure to hosting provider, adopting Hybrid Cloud systems, resulting in faster development cycles and more stable, better supported production environments.• Co-hosted and co-authored “Maximizing ROI in the Cloud,” webinar, investigating costs, risks and benefits associated with cloud adoption, and discussing framework for measuring return.

Bellevue, Wa, Us

Managed and monitored governance, strategy, and technical operations of multiple Service Management functions including Major Incident Management, Service Continuity, Change, Problem and Configuration Management, Enterprise Monitoring, Development and Support, and Technical Project Management. Planned and coordinated $15M operating budget and $10M capital project portfolio.• Planned and orchestrated multiple ITIL initiatives, significantly increasing overall performance, efficiency, and productivity while cutting costs.• Achieved significant progress to Five 9’s service availability goal, (99.945%), reducing human errors 51% through implementation of CSI program.• Created 3-year strategic roadmaps, annual operating plans and 90 day execution schedules for each managed function, resulting in better alignment with leadership and smoother budget forecasting.• Implemented blended resource models including 100+ full-time employees, onshore and offshore contractors, and managed services, reducing overall 3rd party spending by 25%.• Improved Root Cause Known for major service interruptions from 70% to over 90% through metrics-driven awareness campaign and shared departmental goals.• Delivered Configuration Management roadmap and led application modeling effort, establishing usable taxonomy of IT’s infrastructure.• Improved Service Desk operations through reducing costs, improving average speed to answer, lowering abandonment rates, and increasing first call resolution.

Bellevue, Wa, Us

Built entire function from ground up, developing short / long-term strategies, vision, and roadmap. Managed $5.2M operational budget and $2M capital budget. Developed and implemented leading-edge technical and operational solutions to achieve and maintain business continuity.• Implemented ITIL V3 framework, spearheading top performing team focused on refining process disciplines.• Increased maturity of core IT Service Management processes by 1 full maturity point on CMMI scale in 1 year.• Recognized as key leader in T-Mobile IT team placed in top 100 in 2007, 2008 and 2009, as well as Info Week Top 500 IT Shops.• Launched system improvements, scaling core systems from processing 10M to 25M customers.• Improved System Availability to 99.9% by targeting process and infrastructure deficiencies.• Introduced culture of causality across Operational support teams by introducing new metrics, shared goals, and focused leadership.• T-Mobilizer Award, CIO Award, PEAK Nomination in recognition of leading ITIL initiatives.

Bellevue, Wa, Us

Managed $6M budget, and operational and strategic teams within Application Management Organization, supporting numerous mission critical applications including Care, Web, Middleware, Retail, Finance, IT, Payment Processing, Data Warehousing, Reporting and Supply Chain systems. Supervised, trained, and motivated 5 managers and 50 staff.• Spearheaded team achievement of 99.8% system availability by partnering with development and release teams.• Supported 7K+ changes in 2006 on 100+ applications, servicing 15K daily users / 25M customers.• Accommodated record customer and system growth by expanding support team from 20 to over 200 FTE’s.• Led successful integration of testing team into application management, streamlining operations, reducing defects and improving release quality.

Bellevue, Wa, Us

Oversaw diverse set of IT projects and departmental initiatives.• Led core network redesign and established KPI reporting framework, allowing for baseline measurement and subsequent improvement efforts.• Performed as Lead Project Manager for Data center migration, completed on time.

Bellevue, Wa, Us

Implemented and supported all billing infrastructure, expertly coordinating 5 managers, 50 staff, and $15 million combined capital and operating budget. Monitored and maintained quality assurance of all billing functions, billing technical operations, vendor management, mediation of billing records, and provisioning of subscriber billing information to T-Mobile network elements.• Led software evaluation and billing vendor selection for IT Operations• Led monthly Executive Reviews outlining vendor and system performance• Facilitated root cause analysis during production outages• Orchestrated successful consolidation of 4 billing systems into 1 while maintaining 90% on-time billing ratio• Supported 5,000 daily users and produced 6 million bills per month with an accuracy rating of 90%.• Improved billing quality from worst to first in the wireless industry and kept it at the top for 7 consecutive JD Power awards.• Deploying client-side software and tools to over 5000 customer service representatives in 10 national call centers

Master Of Business Administration (Mba), Information Technology

Bachelor'S Degree, Finance